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A Guide to Managing Enterprise Unified Communications

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A Guide to Managing Enterprise Unified Communications January 2007 by Vanessa Alvarez, Associate Analyst,[email protected], 617-880-0348 George Hamilton, Enabling Technologies Enterprise, IT Infrastructure Management Director, [email protected], 617-880-0357 A Guide to Managing Enterprise Unified Communications The Bottom Line: .As enterprises look to deploy a unified communications platform, they must thoroughly evaluate vendors in this emerging space. It is important to choose a vendor with a management solution that can meet the demands of a comprehensive platform Key Concepts: FMC, unified communications, connectivity Who Should Read: VP of IT, operations, IT and telecom manager Practice Leader: Zeus Kerravala, Enterprise Research Senior Vice President, [email protected], 617-880-0235 Executive Summary In 2006, unified communications was at the forefront of the telecommunications industry (see Exhibit 1). Questions regarding the benefits of unified communications no longer loom because vendors extensively demonstrated its benefits throughout the year. Using unified communications, organizations will be more responsive, will deliver more value to their customers and partners, and will adapt easily and quickly to take advantage of market opportunities. Exhibit 1. Title of this exhibit Source: Source for this exhibit Unified IP Communications Integrated management of IP fabric, call control and messaging, collaborative services and applications VoIP Today Production Management Service assurance, Needs Lab Testing systems mangement Pre-deployment testing, network Pilot audits and Active testing and assessment passive monitoring, QoS Time © Copyright 1997-2007. Yankee Group Research, Inc. All rights reserved. Yankee Group published this content for the sole use of Yankee Group subscribers. It may not be duplicated, reproduced or retransmitted in whole or in part without the express permission of Yankee Group, 31 St. James Ave., Boston, MA 02116. Phone: (617) 956-5000. Fax: (617) 956-5005. E-mail: [email protected]. All rights reserved. All opinions and estimates herein constitute our judgment as of this date and are subject to change without notice. The challenge for many enterprises is to scale the limited trials of IP communications components and to develop a comprehensive strategy for implementing unified IP communications across their organization. To successfully deploy a strategy for and implement unified communications, both enterprises and service providers must unify their IP communications and their management. In this Yankee Group Report, we discuss the challenges of managing unified communications as well as how enterprises and service providers can reduce their time to value and accelerate their return on investment by adopting unified communications management. We also evaluate key management requirements, profile vendors and provide recommendations for network management vendors, service providers and enterprises. 2 © Copyright 1997-2007. Yankee Group Research, Inc. All rights reserved. January 2007 Table of Contents I. IP Telephony Adoption Steadily Increases ··········································································································· 3 II. The Need for Unified Management······················································································································· 4 Unified Communications Management Challenges....................................................................................................................... 5 III. Overview of Unified IP Communications Management ························································································ 6 Management Requirements ................................................................................................................................................................ 6 Benefits of Unified Communications Management....................................................................................................................... 7 IV. Enterprise Solution Provider Profiles···················································································································· 8 Cisco......................................................................................................................................................................................................... 8 EMC Smarts ............................................................................................................................................................................................ 9 InfoVista................................................................................................................................................................................................... 10 Integrated Research.............................................................................................................................................................................. 11 V. Carrier-Class Service Provider Profiles················································································································· 12 Brix Networks ......................................................................................................................................................................................... 12 CA.............................................................................................................................................................................................................. 13 VI. Emerging Players ···················································································································································· 13 Clarus Systems....................................................................................................................................................................................... 13 Fluke Networks....................................................................................................................................................................................... 14 NetQoS.................................................................................................................................................................................................... 14 Opsware................................................................................................................................................................................................... 14 VII. Conclusions and Recommendations······················································································································ 14 Recommendations for Enterprises .................................................................................................................................................... 15 Recommendations for Vendors.......................................................................................................................................................... 15 VIII. Further Reading······················································································································································ 15 I. IP Telephony Adoption Steadily Increases According to the Yankee Group 2006 US Economics of IP Communications Survey, adoption of IP telephony is widespread. Survey respondents believe the convergence of voice and data will enable more collaborative applications, which will ultimately result in increased worker productivity and efficiency. As a result, we forecast large-scale VoIP deployments in the next 12 to 24 months (see Exhibit 2). © Copyright 1997-2007. Yankee Group Research, Inc. All rights reserved. 3 Exhibit 2. Timetable for Mass Unified Communications Deployments Source: Yankee Group 2006 US Economics of IP Communications Survey We have budgeted to install systems within the next 12 months 17 % We plan to test with We are evaluating our a small number of options and plan to users in the next install or test in 12 months 13 to 24 months 23% 60% However, organizations still struggle to move beyond the pilot and limited implementations and adopt a universal communications platform. While we continue to see concern among organizations about the same issues (e.g., security), one of the more persistent factors continues to be the fragmented nature of network management tools. Enterprises have had to depend on a fragmented, best-of-breed set of management tools to help them test, deploy and monitor their IP communications. An organization can easily deploy a half-dozen tools to manage network infrastructure, IP telephony platform, call messaging, call quality and applications. The best available tools continue to lack the most important qualities—capabilities and integration. This is largely due to how network management tools have evolved to support emerging technologies. The first step in successfully deploying a universal communications platform is to develop the necessary management capabilities; the next step is to integrate these capabilities and build operational discipline. Although vendors, to some extent, have been successful in developing the necessary capabilities, we have reached a critical juncture in unified communications and must take the next step. Enterprises need to adopt a comprehensive strategy for deploying unified communications. More importantly, vendors must deliver the management solutions that enable organizations to deploy unified communications successfully.
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